Dear Dissatisfied Customer

I have bought an Ebook PRS 900 last year from the US. for about 10 Months it worked just fine,although I didn't used it that much.one day I wanted to read something at home, and when I wanted to open it ....surprise:The screen had a broken appearance, with vertical and orizontal dark lines.I did't travel with it, I don't have children in the house, nobody touched the device since the last time I used it.

I searched the internet about this problem and found out that a lot of sony ebook readers have had this problem ( I don't think that all of them were so clumsy to damage the device, or are they?of cource,according to Sony they are).

I tried several times to do a hard reset.I didn't succed.Because I don't live in US it is impossible for me to take the device to a sony center to get it fixed.I tried to take it in London (they cheked it and confirmed that the screen is not broke or was not dameged) but they said the model it is not available in UK so they can do nothing.

This device was my first Sony, but to be onest I would never ever "touch" another sony device again. My sister in law bought 3 years ago a Sony TV (she lives in Germany) , which had to be replaced after a year,then she bought a Vaio, and again she had to take it to had it fixed three or four times and before I bought the ebook she advised me never to buy a Sony product because they are not that good as they advertise, but I didn't listen.

So, in conclusion I don't think that you did anything wrong to your ebook,because otherwise why my ebook has the same problem , even if it hadn't been moved 1 cm or touched by anybody. I really think that Sony knows there is a problem with the screen of these devices (they even say that it could appear some time lines on the screen,etc check http://www.kb.sony.com/selfservice/microsites/search.do?cmd=displayKC&externalId=C1008817&fes=true&mdl=PRS900 ) the  but it is very convinient for them to say you did something wrong, because you can not prove you didn' t do anything.

And if they knew that there might be problem, why didn't they write that in the manual? I am so dissapointed with Sony and I am telling anybody I know never to buy anything from them.

PS

(Please excuse my English, I am not a native English speaker)

Hello

I would like to take this opportunity to point out a few things, and put across the shop workers view point for a change. This rant isn't directed at any one single individual on this thread; it's directed at the majority, and is relevant to the topic.

• Sony Centre's are owned and operated by private companies.
• Staff have absolutely no interest in ripping off anyone, and are not bias toward Sony in anyway.
• Sony Centre staff are trained to very high standards, and as a result have come out as the number 1 independent electrical retailer chain in the UK as judged by ERT magazine.
• Staff know the restrictions of Sony warranties, and if we can use a loop hole to help a customer we will.
• Sony Centre employees are extremely well versed with the sales of goods act.
• They will always get an item repaired under warranty or in the event it's suspicious, staff will refer it to Sony Central service where they X-RAY, and check for corrosion on internal electrical components. Our companies do not get charged to do this, so why on earth wouldn't they?
• Sony Central Service engineers are always more that happy to provide photographic evidence to back up their diagnosis upon request, and they often include it with your product when returned.
• A significant proportion of people who visit Sony Centre's have bought their Sony products from online retailers for the sake of often only saving a couple of pounds resulting in Centre's closing all over the UK. Remember we aren't owned or operated by Sony.
• If you've purchased an item from an online retailer and it's gone wrong why not try getting it repaired by them?
• Sony Centre staff have seen thousands of cracked LCD screens, E-Ink displays... It's never the customers fault.. Well I'm not embarrassed to say I've dropped an iPhone before and smashed the screen. Accidents can and will happen.
• They are not subhuman ignoramuses just because they work in retail, and they do not take joy in telling people that they can't help them when they've cleary cracked their screen. Sony Centre's aren't charities they're businesses. 
• If you buy a delicate electrical product don't assume it's invincible and you can throw it on the floor and do the Macarena on top of it. Always follow the operational instructions provided in the manual.

Finally. If you stick an E-Reader in the bottom of a suitcase, pile a load of luggage on top, throw it in a car/taxi/coach, place it on a luggage trolley, check in your luggage onto a conveyor belt at the airport, where a baggage handler throws said suitcase onto your plane only for the process to repeat itself on your return flight.

If you ask me that's an awful lot of opportunities for you're reader to get damaged without you noticing the event.

There is a symptom that affects a small number of E-Reader's where the screen appears corrupted. Black lines appear from the edge of the screen; and Sony Central Service will identify this upon investigation and take necessary action often replacing the reader.

This is a cracked E-Ink display. You can clearly see where the impact/compression has occurred. Notice how it affects other brands too?

Please respect shop workers, and get a grip on reality.

Regards.